Senior Customer Relations Trainer, PSA

Collectors Universe, Inc.; California (MO); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health Insurance

Fertility benefits

Commuter benefits

Educational assistance

401(K) Matching

Paid vacation

Ten company paid holidays

Employee discounts

Flexible hours

Fun working environment

Job summary

Collectors, a leader in authentication and grading, seeks a Senior Customer Relations Training Specialist to join the PSA Customer Relations team in Santa Ana, CA. The role focuses on organizing, documenting, and delivering training across departments and staff levels, reporting to the Sr. Customer Relations Manager.

Onsite five days weekly in our corporate headquarters. Responsibilities include building annual training programs, onboarding new hires, developing curricula, and improving

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 2–4+ years of training experience required.
• Fluent in English with strong written and verbal skills.
• Ability to design training events and write manuals.
• Strong planning, organization, and project management skills.

Responsibilities

• Organize, plan, document, and execute training sessions for all employees.
• Work with cross-functional teams from Operations to Customer Relations.
• Develop annual training programs and teaching plans.
• Support onboarding and training for new hires and temporary staff.
• Create curricula and instruction materials with guidance from management.
• Improve processes and document improvements with clear reports.

Skills

Training experience

Curriculum development

Technical writing

Project management

Communication skills

Gmail/Google apps

Staff training delivery

Education

Bachelor's degree preferred

Tools

Gmail

Google Drive

Google Slides

Job description

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.

Senior Customer Relations Training Specialist

Collectors is seeking a Senior Customer Relations Training Specialist to join the PSA Customer Relations team, and assist the team with training-related needs. This includes the ability to organize, plan, document, and execute training sessions for all employees. You will work with people from various departments within Collectors; from Operations to Customer Relations, assist the Customer Relations team members that may need training or retraining. You will provide education and preparation for both existing and new staff and work directly with management to maintain consistency of the training content. This position will report to the Sr. Customer Relations Manager and work onsite at our Santa Ana, CA corporate headquarters.

Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

What You’ll Do

• Assist training in all key areas of the Customer Relations department that may have training needs.
• Training will be delivered to new hires, temporary employees, and existing employees in Customer Relations.
• Focus on building annual programs and preparing teaching plans for all employees.
• Support with onboarding and training new hires and temporary employees for Customer Relations.
• Communicate with team members, fellow trainers, technical writers, and the Training Manager to ensure all needs are met.
• Anticipate and identify future training needs and create a curriculum, with the Customer Relations Supervisor’s guidance to facilitate training.
• Improve policies, procedures, and processes through the identification of opportunities for improvement from defined issues considering current procedures; recommend and implement optimal solutions; measure observed improvements, draft documents and reports within Customer Relations.

Who You Are

• B.S. or B.A. preferred
• 2-4+ years of experience in a training environment required.
• Fluent in English with the ability to read and comprehend instructions, correspondence, and memos; ability to effectively present information in one-on-one and group situations to other employees of the organization at multiple levels of employment/management.
• Attendance must be reliable, and you must be flexible to occasionally cater to later shifts.
• Strong computer skills (Gmail, Google Drive, Google Slides, etc.).
• Proven work experience training others.
• Proven experience in designing training events in a corporate setting, including technical writing skills (writing manuals).
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.)
• Strong planning, problem-solving, and project management skills.
• Ability to stay organized and be detail-oriented.
• Ability to present complex information to a variety of audiences.
• Excellent written and verbal skills, good interpersonal skills, conflict resolution, and time management skills.

Physical Requirements

Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.

Hand Use: Regular hand use for various tasks.

Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.

Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.

Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.

Hourly Rate

Hourly Rate: The reasonable estimated hourly rate for this position is $28. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All full-time employees are eligible for paid vacation
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Work Authorization

Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States.

Equal Employment Opportunity

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.